The problem
One company hiring for this put it plainly: 70% of incoming tickets are repeat questions.
Every one costs a person's time, and the answer is already written down somewhere. Your team spends its time searching docs when it could be fixing the problems customers pay you to fix.
What the assistant does
Answers from your docs. It searches your help center, product docs, policies and past tickets, and answers from what it finds there. This is called RAG (retrieval-augmented generation). In plain words: it looks up the answer in your docs before it replies.
Shows its sources, so customers and your team can check the answer.
Hands off to a person when it isn't sure, when the customer is upset, or when money or account changes are involved. The person gets the whole conversation, so the customer doesn't repeat themselves.
Works where you already are: your website, help desk, Slack or email.
Internal version: the same assistant for your own team, so new hires stop asking "where is the doc for X".
For small companies and for product companies
Small company: you answer customers yourself, between real work. The assistant takes the repeat questions off your plate.
Product company: your support team is buried in tickets and your engineers get pulled into them. The assistant cuts the repeat load, and the handoff data shows which product gaps generate tickets, so you know what to fix first.
Built to be trusted
An assistant that gives wrong answers costs more than it saves. So I set clear limits on what it may answer, test it against your real past tickets before launch, and log every answer so you can see what it said and why.
Why me
I use AI assistants in my own work every day, and I built my own deep-research tooling on my documents and skills. I've built software and led engineering teams in product companies, most recently at sennder. If your help desk or docs live in a tool I haven't used, I learn it and connect it.
FAQ
Will the AI give customers wrong answers?
It answers only from your documents, shows its sources, and hands off to a person when it isn't confident. Before launch I test it against your real past tickets.
What happens when the assistant can't answer?
It passes the conversation to a person on your team, with the full history and a summary.
What do I need to get started?
Your existing docs, FAQs or past tickets. Messy is fine. Part of the work is finding the gaps.
Does it work with my help desk?
Most likely yes. If it's a tool I haven't connected yet, I learn it and connect it.
How is this different from a regular chatbot?
A regular chatbot follows a script or guesses. This assistant looks up the answer in your own documents, shows where it found it, and hands off to a person when it isn't sure.
Can my own team use it too?
Yes. An internal knowledge assistant over your docs, wikis and runbooks is the same build.